Service level agreement
This is a plain-English summary of the availability and support commitments that form part of your FlyerOS agreement. Your signed contract carries the definitive terms; where the two differ, the contract prevails.
Availability
We target 99.9% monthly availability for the FlyerOS application, measured excluding scheduled maintenance, which we announce at least 48 hours in advance and run outside UK operating hours wherever possible.
Service credits
If monthly availability falls below the target, you may claim a credit against the affected month:
| Monthly availability | Service credit |
|---|---|
| 99.0% – 99.9% | 10% of the monthly fee |
| 95.0% – 98.99% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Support response targets
- • Critical (product unusable, no workaround): first response within 2 business hours.
- • High (major function impaired): first response within 1 business day.
- • Normal (question or minor issue): first response within 2 business days.
Enterprise agreements include priority support with tightened targets, set out in the contract.
Data & portability
You can export all of your records and files, in usable formats, at any time — including after you leave — at no charge. Your data is yours.